Table of Contents

360dialog WhatsApp

JQ Lee Updated by JQ Lee

Starting from May 15, 2024, 360dialog will no longer support the registration of phone numbers on the on-premise API. All new numbers and migrations will have to use Cloud API only.
You can now migrate your connected WhatsApp 360dialog account to respond.io WhatsApp Business API to enjoy higher reliability, lower costs, and access to new features. Learn more about the migration process here.
360dialog logo
360dialog WhatsApp API is run as a Managed Service. Do sign up for a respond.io account first, then proceed to sign up for a 360dialog WhatsApp account here or contact us should there be any issues.

360dialog is an API provider that works directly with WhatsApp. This integration lets you respond to WhatsApp messages directly from respond.io platform.

This channel has a limited 24-hour messaging window due to WhatsApp regulations. Find out more here.
360dialog does not provide phone number purchase options.

Channel Configuration

360dialog WhatsApp channel can be configured with a unique channel name.

Step 1: Navigate to Workspace Settings > Click Channels.

Step 2: Locate the 360dialog WhatsApp Channel > Click Manage > Configuration.

Step 3: Configure the Channel name, which is used internally to identify the account.

Step 4: Click Done to update the Channel configuration.

Metadata Received by Channel

Different channels provide different set of Contact’s metadata to respond.io platform. Here’s the list of Contact’s data you’ll be able to obtain from this channel:

  • Phone number
  • Profile name
  • Whatsapp ID

Managing WhatsApp Business API Profile

If there's a need to make a change or check your WhatsApp Business API Profile, it can be done on the respond.io platform.

Step 1: Navigate to Workspace Settings > Click Channels.

Step 2: Locate the 360dialog Channel > Click Manage > Profile.

Step 3: Click Sync Profile to obtain the latest WhatsApp Business Profile information from WhatsApp.

Step 4: Edit the following information as needed.

Fields

Description

Profile Photo

Image shown as the profile picture of the WhatsApp Business Account.

An image size of 640x640 is recommended.

About

Text to display in your profile's About section.

The max length for the string is 139 characters.

Address

Address of the business. Maximum of 256 characters.

Description

Description of the business. Maximum of 256 characters.

Email

Email address (in valid email format) to contact the business. Maximum of 128 characters.

Vertical

Industry of the business. Must be one of these accepted values:

  • Automotive
  • Beauty, Spa and Salon
  • Clothing and Apparel
  • Education
  • Entertainment
  • Event Planning and Service
  • Finance and Banking
  • Food and Grocery
  • Public Service
  • Hotel and Lodging
  • Medical and Health
  • Non-profit
  • Professional Services
  • Shopping and Retail
  • Travel and Transportation
  • Restaurant
  • Other

The business vertical cannot be set back to an empty value after it is created.

Website

URLs (including http:// or https://) associated with the business (e.g., website, Facebook Page, Instagram). Maximum of 2 websites with a maximum of 256 characters each.

Step 5: Review the information and click Save Profile.

Managing WhatsApp Message Templates

Before sending a Template Message to a Contact at respond.io platform, ensure you did the following:
- Have an approved message template in 360dialog
- Added the approved message template to the Space by syncing the message template

Submitting Message Templates

Step 1: Navigate to Workspace Settings > Click Channels.

Step 2: Locate the 360dialog WhatsApp Channel > Click Manage.

Step 3: Click Templates > Submit Template to submit a message template for approval.

360dialog whatsapp Submitting Message Template on respond.io gif

Step 4: Fill in the required information needed to create a template.

Field

Description

Name

Name can only contain lowercase alphanumeric characters and underscores ( _ )

Category

The category of which the message template belongs to.

Language

The language that the template is written in.

Step 5: Create the message by filling in the necessary components, then review the message in the preview section. You may include parameters {{1}}, {{2}}, etc. as placeholders to be filled in with personalized content.

360dialog whatsapp Submitting Message Template on respond.io configuration gif

Building Block

Description

Header

The Header is optional and serves as the title or header of your template. It supports the following:

  • Text
  • Image
  • Video
  • Document

* Respond.io platform accepts uploads up to 20MB in size.

Body

The Body should contain the most important text of your template. Only text is supported.

You may use markdown to format the content of this block.

Footer

The Footer only supports text and can be used to provide less relevant information in your template message.

Button

The button adds interactivity to your templates. There are two main types.

  • Call to Action Button
    • Used to send your client to a Website or call a Phone Number
    • Max one URL and Phone Number per Template
    • URL can have a parameter for personalisation
  • Quick Reply Button
    • Used for getting quick answers from your client
    • Maximum 3 Quick Reply Buttons per Template
    • Each Quick Reply cannot have more than 20 characters

* Quick Reply Buttons are supported only on iOS, Android and web platforms, but not on Windows platform. Refer to more details here.

Learn more best practices for formatting your message templates here.

Step 6: Provide sample value

This is only applicable if you have included any parameters in your message template content.

Providing sample values to the parameter in the message template will assist the reviewer in understanding the message you are trying to send to your Contacts.

Syncing Message Templates

Step 1: Navigate to Workspace Settings > Click Channels.

Step 2: Locate the 360dialog WhatsApp Channel > Click Manage.

Step 3: Click Templates > Sync Template to begin the syncing process.

The synchronization process has been completed. This means:
- The message templates will be listed with their corresponding statuses.
- The last synced date time will be updated.
- If your template is rejected, the rejection reason will be displayed below the rejected message template.

The following table lists the possible statuses for the message templates:

Description

Status

Submitted

The message template is submitted and pending for approval.

Approved

The message template is approved and can be sent to contacts.

Rejected

The message template is rejected and cannot be used.

Use the search and filter at the top right corner of the listing to easily find your templates!

Rate Limits

A rate limit is the number of API calls an app or user can make within a given time period defined by the channel. Learn more about the rate limits for this channel here.

FAQ and Troubleshooting

Why do I get the "Template [name] does not exist..." error message even though the template has already been submitted and approved?

This error often occurs if your templates are not properly synced. First, clear your cache, then follow the steps to sync templates. This should solve the issue.

Why is my template still shown as "rejected" in respond.io when it has been approved by Meta?

If you've resubmitted a rejected template and it has been approved by Meta, you'll need to sync your message templates on respond.io. Then the latest template status will be shown.

Where can I view my API keys?

To view your API keys on respond.io, in your Workspace, click Settings > Channels > locate your 360dialog channel > Configure > API key.

Can I generate a new API key on 360dialog Hub if I signed up for WhatsApp API via Integrated Onboarding?

No, you're not able to generate a new API key or view the API key from 360dialog Hub. However, you can generate a new API key from the respond.io platform. In your workspace, go to Settings > Channels > locate your 360dialog channel > Troubleshoot > Refresh Permission.

The API key will be automatically regenerated and synced from 360dialog. Please note that you will not be able to see any changes made during this process, but once the action is complete, the WhatsApp channel should be working normally with the new API key.

Why do I see duplicate Contacts from the same WhatsApp channel?

WhatsApp passes the Contact’s phone number in a format that is different from the E.164 format that respond.io uses. This difference causes Contacts from certain countries to be duplicated. Should this occur, do reach out to us here.

Feeling stuck? Do not fear.

Need assistance? Contact us for support. Help is here!

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